Vegas Mobile Casino - Player's withdrawal has been delayed due to the wrong card information.

so i won £1925 from this site VegasMobileCasino.co.uk when i withdrew my money i withdrew it to the same card that i made a deposit with but they sent it to a old card i had on there system that is a closed account so i have contacted them to tell them this and they have not helped me at all saying there is nothing i can do that i have to contact my bank. i have contacted them 7 times now and also went down to the bank and they have told me that because the account is closed they can not access the account and that any payment sent to a closed account would bounce back after 24 hours or the company who made the payment would need to do a funds recall i have then told the site this and they still refuse to help me and keep saying they have sent the money there is nothing they can do

Dear meekins,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Did you request any confirmation from your bank showing that the payment bounced back to the casino due to the account no longer being active?

When exactly did you request your withdrawal, and when did your bank inform you that the payment was returned to the casino?

Have you successfully withdrawn funds to any of your bank accounts before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

The bank can not send any confirmation of any thing as the account is closed I sent the casino proff of the account being closed as they said they needed that and then once I provided that all I kept getting was emails from the casino saying they cam confirm that they paid it to that account when asking for them to check with there bank to see that the funds have bounced back they refused and said this is something they can not do Iv asked to speak to a manger or someone higher up amd they told me that they where the only support I can talk to they then gave me a arn number to give my bank which I then rang them up again for the 8th time and the bank said the exact same thing the account is closed the money would bounce back the merchant needs to check this them self but they refuse to do any thing as there response is we have paid it I keep going to live chat and now they just end the chat without saying a thing

Yes I have deposited and withdrew from the correct account for the past month as you would have seen with the screen shots then all of a sudden they withdraw it to a old account on the system

They are refusing to help what so ever they are making this out to be all my fault

they keep telling me to chase my bank with this arn number but the bank can not as it is a closed account i have asked them to contact the bank they use to chase the arn number to see for them self but they refuse to do this

Thank you very much, meekins, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.